Southway Housing Trust

Communications & Content Assistant Location: Hybrid and Didsbury, Manchester Salary: 29,158 Full time / 35 hours per week 18 months - fixed term contract Agile/hybrid working with up to 3 days per week in the office About Us Southway owns over 6,500 homes in Greater Manchester and is a community-focused housing association with a vision to provide excellent customer service and quality homes, where communities thrive. By 2030, it aims to grow to 10,000 homes and invest 5 million in its communities to help people to live well and independently. Southway strives for continuous improvement led by customers, communities and colleagues. It is a member of the Greater Manchester Good Employment Charter and is guided by its REACH values of Respect, Equity, Ambition, Compassion and Honesty. The role An exciting opportunity has arisen in the Communications Team for a Communications and Content Assistant to help bring our stories to life. We're looking for someone with a passion for storytelling and a talent for simplifying complex information into clear, engaging content. This is a great role for a creative communicator who understands the importance of building trust by putting people first. The role will support the Communications Team with internal and external communications, content creation and design and branding work to help reach our target audiences, drive engagement and protect and enhance Southway's reputation. This role will help to deliver the objectives of the Communications Strategy in line with Southway's five-year corporate plan. We offer a 35-hour week, competitive salary, excellent contributory pension scheme, and 25 days holiday increasing to 30 days. What you'll be doing: Creating engaging content across a range of internal and external channels to help communicate projects, raise Southway's profile and increase engagement with residents and external stakeholders Producing impactful video content and video briefs for projects. Managing Southway's social media channels and work with colleagues in different departments to provide suitable and timely responses to public enquiries. Platforms currently include Facebook, Instagram, LinkedIn, X and YouTube. Photography and helping organise internal and external events Writing content for the tenant newsletter, leaflets and posters, staff intranet, employee bulletin, websites, digital communication and support award submissions. Designing and producing a range of promotional material and reports, analysing data where required. Attending meetings and conferences to represent Southway and the wider communications team Seeking out opportunities for impactful content, case studies and positive news stories Promoting innovation to help continuously improve Southway's communication. Using IT systems, Content Management Systems, and digital design tools to update our digital channels. Admin duties including invoice processing, maintaining calendars, and organising content libraries. Carrying out other duties to support the wider team and business where needed Full job profile available at (url removed) Date: Thursday 23 July 2026 Interview date: Tuesday 28 July 2026 For an informal discussion please contact Katy Barnes, Head of Communications on (phone number removed) or Applications are being reviewed as they are received. Southway reserves the right to remove the job advert once vacant positions have been recruited, please do not wait until the closing date to apply. We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community. All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.

Safeguarding and Support Coordinator Location: Didsbury, Manchester Salary 42,084 Full time 35 hours per week Fixed term contract 18 months About Us Southway owns over 6,500 homes in Greater Manchester and is a community-focused housing association with a vision to provide excellent customer service and quality homes, where communities thrive. Southway strives for continuous improvement led by customers, communities and colleagues. It is a member of the Greater Manchester Good Employment Charter and is guided by its REACH values of Respect, Equity, Ambition, Compassion and Honesty. About the role This Safeguarding and Support Coordinator is a specialist role responsible for coordinating and leading Southway's response to safeguarding concerns and support case planning. Working across the organisation, you will provide expert guidance on safeguarding, vulnerability, hoarding and self-neglect, helping to ensure tenants can live safely, independently and sustainably in their homes. You will manage complex and high-risk cases, work closely with statutory and community partners, and act as Southway's safeguarding lead in a range of multi-agency settings. The role will also support service development by embedding trauma-informed and strengths-based approaches across Housing Management and Support services and support continuous improvement through training, quality assurance and learning from casework. What you will be doing Coordinate, triage and manage safeguarding concerns, providing specialist advice and guidance across the organisation. Assess and oversee complex or high-risk safeguarding cases, ensuring timely intervention and effective risk management. Work with local authorities, health services, support agencies and community partners to secure positive outcomes for tenants. Lead and represent Southway at safeguarding, multi-agency and risk-management meetings. Deliver safeguarding training and support colleagues to embed trauma-informed and strengths-based practice. Assess and manage hoarding and self-neglect cases, carrying out home visits and developing action plans that support tenancy sustainment. Produce reports, performance information and case studies. Support responses to complaints, MP and Councillor enquiries, and Housing Ombudsman investigations, ensuring learning is captured and implemented. About you We are looking for a compassionate and resilient professional with experience of working with adults with care and support needs, children or families living in social housing, community safety, health or social care environments. You will have a strong understanding of safeguarding practice and be confident assessing and managing risk, making sound decisions and leading complex casework. You will be skilled at building relationships with tenants, colleagues and partner agencies, and able to influence, challenge and collaborate to achieve the best outcomes. You will be highly organised, able to manage competing priorities and maintain accurate case records. Experience of delivering training, working in multi-agency settings and supporting service improvement would be advantageous. Most importantly, you will share our values and be committed to delivering a high-quality, customer-focused service that promotes safety, wellbeing and independence. In return, we offer a 35-hour working week, a competitive salary, an excellent contributory pension scheme, and 25 days' annual leave, increasing to 30 days over time. You will be part of a supportive, values-led organisation that is committed to helping its customers and colleagues thrive. Closing Date: Monday 27 July Interview Date: Wednesday 5 August For an informal discussion please contact Claire Davies, on (phone number removed), or e-mail . We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community. All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.

Customer Experience Manager Location: Hybrid, Didsbury, Manchester Salary: 47,016 Full time / 35 hours per week Fixed term contract 18 months About Us Southway owns over 6,500 homes in Greater Manchester and is a community-focused housing association with a vision to provide excellent customer service and quality homes, where communities thrive. Southway strives for continuous improvement led by customers, communities and colleagues. It is a member of the Greater Manchester Good Employment Charter and is guided by its REACH values of Respect, Equity, Ambition, Compassion and Honesty. The Role We are looking for an experienced and motivated Customer Experience Manager to lead Southway's complaints and customer feedback service and play a key role in improving outcomes for our customers. This is an influential role where you will ensure that insight from complaints and feedback is not only heard but translated into meaningful service improvements across the organisation.You'll combine strong operational leadership with strategic thinking, helping to shape how we respond to customers and continuously improve the services we deliver. You'll lead a small team, oversee the resolution of complex complaints, and ensure our approach meets regulatory expectations, including the Housing Ombudsman Complaint Handling Code. What you will be doing Leading the complaints service: Provide operational leadership to ensure complaints are handled consistently, fairly, and in line with regulatory expectations. Ensuring compliance and assurance: Maintain robust compliance with legal, regulatory, and Housing Ombudsman requirements, providing confidence in our processes and responses. Overseeing complex complaints: Take ownership of high-risk, sensitive, or complex cases, ensuring thorough investigation and timely, well-judged resolution. Using insight to drive improvement: Analyse complaints and feedback to identify trends, inform priorities, and support measurable service improvements. Strengthening the customer experience: Lead initiatives that embed learning from complaints into service design and delivery. Leading and developing the team: Manage, support, and develop the Customer Experience team to deliver a high-quality, customer-focused service. Building organisational capability: Provide guidance, coaching, and training to colleagues, improving complaint handling and customer service standards across Southway. Working collaboratively: Build strong relationships across teams to resolve issues, influence change, and ensure a consistent approach to customer experience. Monitoring performance and reporting About You We're looking for someone with strong social housing expertise, sound judgement, and a clear understanding of the regulatory framework and customer expectations. You will ideally hold a CIH Level 4 qualification or above or be able to demonstrate experience working within a similar role. In return we offer a 35-hour week, competitive salary, an excellent contributory pension scheme, and 25 days holiday increasing to 30 days. You will be part of a supportive, values-led organisation that is committed to helping its customers and colleagues thrive. Closing Date: 17 July 2026 Interview Date: w/c 27 July 2026 Please apply through our website at (url removed) For an informal discussion please contact Luke Benfield, Head of Customer Access and Service Improvement by e-mail . Applications are being reviewed as they are received, and interviews will be arranged for successful candidates in date order. The Trust reserves the right to remove the job advert once vacant positions have been recruited, please do not wait until the closing date to apply. We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community. All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.